⚖️ Policies & Compliance

Tax Invoices and VAT

Overview Tax responsibilities are one of the most important things to get right. This article explains who issues what, so you stay compliant. You are the seller of record For every ticket sold, you — the organizer — are the seller. That means: - You issue the tax invoice to your buyers. - You charge and collect VAT (for example 15%) on your tickets. - You file your VAT return with ZATCA. Ticket Hero calculates and records the tax you collect, and gives you the order data and reports you need. Ticket Hero does not issue tax invoices to your buyers on your behalf. Buyer invoices Your buyers are entitled to a tax invoice for their purchase. Use your certified e-invoicing / accounting solution to issue these, drawing on the order and tax data you export from Ticket Hero. Commission invoicing Ticket Hero's commission is a separate matter between Ticket Hero and your organization, invoiced to you directly. It is not added to your buyers. Important Requirements can differ depending on your ZATCA wave and your business. Confirm your specific obligations with a qualified Saudi chartered accountant. Related articles - Adding taxes and fees - Tax summary report - Understanding your commission

Refund Policy Guidelines

Overview A clear refund policy protects both you and your attendees. Publish it before you start selling so expectations are set from the first order. What a good policy covers - Whether refunds are offered, and up to when - Any non-refundable fees - What happens if the event is postponed or cancelled - How and when refunds are processed Where to publish it - On your event page description - In your order confirmation email Handling refunds fairly - Apply your policy consistently to every buyer. - Respond to refund requests promptly. - For postponements, offer clear options (attend the new date or request a refund). See Issuing refunds for the step-by-step process. Related articles - Issuing refunds - Refunds and cancellations - Customizing your event page

Data Privacy and Attendee Information

Overview When you sell tickets, you collect personal data about your buyers and attendees. Handling it responsibly is both good practice and a legal expectation. Your responsibilities - Collect only the information you genuinely need. - Use attendee data only for running the event and communicating about it. - Keep exported lists secure and share them only with team members who need them. - Respect requests from attendees about their data. Good habits - Limit team access to attendee data by role. - Delete or secure exported files after the event. - Be transparent with attendees about how you will use their information. Ticket Hero's role Ticket Hero stores your event data securely so you can run your events. You remain responsible for how you use the personal data you collect from your attendees. Related articles - Exporting your data - Collecting attendee information - Inviting and managing team members

Organizer Responsibilities and Acceptable Use

Overview Ticket Hero gives you a powerful platform; using it responsibly keeps events safe and trustworthy for everyone. Your responsibilities as an organizer - Sell tickets only for genuine events you are authorized to run. - Describe your event accurately — dates, venue, and what's included. - Honour the tickets you sell and your published refund policy. - Charge and remit taxes correctly as the seller of record. - Comply with all applicable Saudi laws and any venue requirements. Not permitted - Misleading or fraudulent listings - Selling events you have no right to run - Misusing attendee data - Any unlawful activity Keeping your account in good standing Follow your contract terms and these guidelines. If you are unsure whether something is allowed, ask your Ticket Hero representative before you publish. Related articles - Tax invoices and VAT - Refund policy guidelines - Data privacy and attendee information

Terms of Service Overview

Overview This is a plain-language summary of how Ticket Hero works with your organization. It does not replace your signed contract — your contract and the full terms always take precedence. Key points - Ticket Hero provides the platform; you run and sell your events as the seller of record. - Payments are split at the point of sale; your share is routed to your payout destination and Ticket Hero keeps an agreed commission. Ticket Hero does not hold your funds. - You are responsible for tax invoicing and VAT on your ticket sales. - You are responsible for the accuracy of your listings and for honouring the tickets you sell. - Accounts are created under contract; access is managed by your organization's administrators. Where to get the full terms Refer to your signed agreement, or ask your Ticket Hero representative for the current terms that apply to your account. Related articles - Organizer responsibilities and acceptable use - Tax invoices and VAT - How payments work on Ticket Hero